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Intro to Hospitality - Chapter 1

spencer.ellis96 8 questions 5.0 (1 rating)

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  1. 1What constitutes superior service?
    1. AWork done for others
    2. BThe reality of a guests' stay is less than expected
    3. CThe reality of a guests' stay is exceeded
  2. 2Which of the following is NOT a challenge businesses face when managing and marketing their products and services?
    1. AThe nature of the product is different
    2. BPeople are a part of the product
    3. CThe service's provided cannot be inventoried
    4. DCustomers have no contact with their servers
  3. 3Hotels and restaurants provide intangible products.
    1. ATrue
    2. BFalse
  4. 4Which of the following are the steps for strategic planning?
    1. APerform SWOT analysis, Implement strategies, formulate strategies, and monitor results
    2. BMonitor results, perform SWOT analysis, formulate strategies, and implement strategies
    3. CPerform a SWOT analysis, formulate strategies, implement strategies, and monitor results
    4. DPerform a SWOT analysis, manage supply, implement strategies, and monitor results
  5. 5Which of the following are ways a hotel or restaurant can manage supply and demand?
    1. AHire part-time employees to work during rush hours
    2. BSend away all guests after a certain number
    3. COffer special deals during slow periods
    4. DTaking reservations
  6. 6The components of a strategic service vision are (1) targeting a market segment and (2) managing demand.
    1. ATrue
    2. BFalse
  7. 7The five things organizations can do to help them deliver good service: don't forget who you are, encourage every employee to act like a manager, handle [blank_start]moments of truth[blank_end] correctly, hire good people and keep them happy, respond in a timely manner.
    1. Amoments of truth
  8. 8What are Disney's four basic service priorities?
    1. ASafety, courtesy, show, and efficiency
    2. BSafety, courtesy, price, and efficiency
    3. CDanger, fun, promotion, and time
    4. DSafety, courtesy, price, and focus

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Description
Review questions for chapter 1 of Hospitality Today 7th Edition
Language
English
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